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    Real-time customer profile based predictive routing
    2.
    发明授权
    Real-time customer profile based predictive routing 有权

    公开(公告)号：US10218850B2

    公开(公告)日：2019-02-26

    申请号：US15922473

    申请日：2018-03-15

    申请人： Mattersight Corporation

    发明人： Kelly Conway ,  David Gustafson ,  Douglas Brown ,  Michael Glen Gates ,  William Duane Skeen ,  Brendan Joyce

    IPC分类号： H04M3/51 ,  H04M3/523

    摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.

    PERSONALITY-BASED CHATBOT AND METHODS INCLUDING NON-TEXT INPUT
    4.
    发明申请
    PERSONALITY-BASED CHATBOT AND METHODS INCLUDING NON-TEXT INPUT 审中-公开

    公开(公告)号：US20180108353A1

    公开(公告)日：2018-04-19

    申请号：US15845441

    申请日：2017-12-18

    申请人： Mattersight Corporation

    发明人： David GUSTAFSON ,  Christopher DANSON

    IPC分类号： G10L15/22 ,  H04M3/493 ,  G10L15/30 ,  G06F17/27 ,  G10L25/63 ,  G10L25/51 ,  G06F3/16 ,  G10L15/26 ,  G10L15/19 ,  G10L13/04 ,  G10L25/66 ,  G10L15/08

    摘要： The methods, apparatus, and systems described herein assist a user with a request. The methods in part receive input from a user that includes a voice input, a gesture input, a text input, biometric information, or a combination thereof; retrieve or determine a personality type of the user based on the input; determine a distress level or an engagement level of the user; determine a set of outputs responsive to the received input; rank the outputs in the set based on the retrieved or determined personality type and the determined distress level or engagement level; deliver a ranked output to the input in a modality based on the retrieved or determined personality type and a type of device configured to deliver the ranked output to the user, wherein the device comprises a navigation system, a car, a robot, or a combination thereof; and weigh the ranked output for future interactions.

    SYSTEM AND METHODS FOR ROUTING A TELEPHONIC COMMUNICATION
    8.
    发明申请
    SYSTEM AND METHODS FOR ROUTING A TELEPHONIC COMMUNICATION 审中-公开

    公开(公告)号：US20170302791A1

    公开(公告)日：2017-10-19

    申请号：US15640128

    申请日：2017-06-30

    申请人： Mattersight Corporation

    发明人： Kelly CONWAY ,  Christopher DANSON ,  Douglas BROWN ,  David GUSTAFSON

    IPC分类号： H04M3/42 ,  G10L15/26 ,  H04M3/523 ,  H04M3/51

    CPC分类号： H04M3/42221 ,  G10L15/265 ,  H04M3/5166 ,  H04M3/5232 ,  H04M3/5235 ,  H04M2203/407 ,  H04M2203/408 ,  H04M2203/551

    摘要： A method for automatically routing a telephonic communication is provided, and includes receiving a customer identifier and communicating with a customer history database storing historic data and determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on a portion of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The method and systems additionally generate a customer routing record for the customer that includes the analyzed historic data, and associate the customer routing record with each customer identifier and store the customer routing record in the customer history database to facilitate future customer call routing.

    DYNAMIC OCCUPANCY PREDICTIVE ROUTING AND METHODS
    9.
    发明申请
    DYNAMIC OCCUPANCY PREDICTIVE ROUTING AND METHODS 有权
    动态监测预测路由和方法

    公开(公告)号：US20160330325A1

    公开(公告)日：2016-11-10

    申请号：US15211955

    申请日：2016-07-15

    申请人： Mattersight Corporation

    发明人： Kelly CONWAY ,  David GUSTAFSON ,  Douglas BROWN ,  Michael Glen GATES ,  William Duane SKEEN ,  Brendan JOYCE ,  Christopher DANSON

    IPC分类号： H04M3/523 ,  H04M3/51

    CPC分类号： H04M3/5233 ,  G06Q30/016 ,  H04M3/42068 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5238 ,  H04M2203/551 ,  H04M2203/556

    摘要： The methods, apparatus, and systems described herein facilitate dynamic occupancy routing decisions. The methods include predicting a likelihood, based on day or time of day, that a customer having a retrieved or predicted profile is expected to initiate a customer communication; receiving, by one or more processors, the customer communication; providing a list of currently available agents and expected available agents, wherein the currently available agents are selected by excluding agents that (i) exceed a predetermined work threshold; and (ii) have exceeded a predetermined occupancy level; providing a routing recommendation to a communication distributor based on the predicted likelihood that the customer will initiate the customer communication on a day or at a time of day, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted profile; and routing the customer communication via the communication distributor to an agent based on the recommendation.

    摘要翻译： 这里描述的方法，装置和系统有助于动态占用路由决定。 所述方法包括基于日或时间来预测具有检索或预测概况的客户预期发起客户通信的可能性; 由一个或多个处理器接收客户通信; 提供当前可用代理和预期可用代理的列表，其中通过排除（i）超过预定工作阈值的代理来选择当前可用代理; 和（ii）已超过预定的占用水平; 基于客户将在一天中的一天或一天​​中发起客户通信的预测可能性，向当前通信分销商提供路由建议，以及当前可用代理商和预期可用代理人处理具有检索或预测的客户的能力 简介 以及基于所述推荐将所述客户通信通过所述通信分配器路由到代理。

    METHOD AND SYSTEM FOR GENERATING A RESPONSIVE COMMUNICATION BASED ON BEHAVIORAL ASSESSMENT DATA
    10.
    发明申请
    METHOD AND SYSTEM FOR GENERATING A RESPONSIVE COMMUNICATION BASED ON BEHAVIORAL ASSESSMENT DATA 有权
    基于行为评估数据生成响应通信的方法和系统

    公开(公告)号：US20160277579A1

    公开(公告)日：2016-09-22

    申请号：US15166773

    申请日：2016-05-27

    申请人： Mattersight Corporation

    发明人： Kelly CONWAY ,  Keene Hedges CAPERS ,  Christopher DANSON ,  Douglas BROWN ,  David GUSTAFSON ,  Roger WARFORD ,  Melissa MOORE

    IPC分类号： H04M3/51 ,  H04M3/42

    CPC分类号： H04M3/5175 ,  G10L15/1822 ,  G10L15/26 ,  H04M3/42221 ,  H04M3/5183 ,  H04M3/5191 ,  H04M2201/40

    摘要： A method for providing a responsive communication to a communicant, including receiving, by a control processor, a single electronic voice communication from a communicant; transcribing the electronic voice communication to text; analyzing, by a processor, the text of the electronic voice communication by mining the text and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic voice communication; generating, by a processor, behavioral assessment data including a personality type corresponding to the analyzed text of the electronic voice communication; generating, by a processor, event data based on the analyzed text of the electronic voice communication; and generating, by a processor, a responsive communication based on the event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.

    摘要翻译： 一种用于向通信者提供响应通信的方法，包括由控制处理器从通信者接收单个电子语音通信; 将电子语音通信转录为文本; 由处理器分析电子语音通信的文本，通过挖掘文本并将预定的基于语言的心理行为模型应用于电子语音通信的文本; 由处理器生成包括与所述电子语音通信的分析文本对应的个性类型的行为评估数据; 通过处理器生成基于电子语音通信的分析文本的事件数据; 以及由处理器基于所述事件数据生成响应通信。 还描述了控制其中实现的可执行计算机可读程序代码的系统和非暂时的计算机可读介质。